GE MRI/CT - National Technical Support Engineer

Company Overview

At DirectMed Imaging, we're more than just a medical parts company - we are mission-driven innovators with an unwavering commitment to extending the life of critical diagnostic imaging technologies, reducing healthcare waste, lowering diagnostic imaging equipment costs, and improving patient access to quality care.

We offer an extensive array of imaging parts, engineer training courses, and customer support services in the US and abroad to ensure that medical facilities and service providers have access to top-notch equipment and expertise to keep their operations running.

If you would like to help us become the most trusted resource in aftermarket diagnostic imaging equipment - keep reading!

The Opportunity

We are looking for a National Technical Support Engineer (NTSE) to provide top-tier support, to customers experiencing system performance issues across various medical imaging modalities. As an NTSE you will also serve as a technical trainer for both internal and external customers, delivering live training courses from our facilities in Appleton, WI. The frequency of training courses depends on your area of expertise and rotating schedule availability of other NTSEs. If you are looking for an opportunity to continue providing top-tier support with a more manageable travel schedule, we would love to hear from you.

Key Responsibilities:

• Provide remote technical support using your knowledge and skillset with a variety of diagnostic imaging technologies
• Develop in-classroom, virtual, and hybrid training curriculum and lead training courses in area of expertise
• Collaborate closely with engineers and customers to resolve customer issues in a timely manner, utilizing our escalation process as needed
• Contribute to the continuous improvement of productivity and efficiency through idea generation, workshop attendance, and small projects as required
• Support cost saving initiatives related to purchase of material and outsourced service costs
• Assist with implementation and on-boarding for new customers and/or accounts
• Occasional travel to other business locations and/or customer sites to support installations and/or deinstallations
• Participate in a rotating on-call schedule, including weekends, for critical issues and support coverage
• Maintain and enhance modality knowledge, such as: Networking / DICOM / Remote Access/ PACS / advanced troubleshooting tools of existing products
• Ensure timely service activity and record closure utilizing our ERP system
• Collaborate with other departments and team members to optimize workflows and meet performance targets
• Creating, reviewing, and updating work instructions and other quality related documents as well as following all processes to ensure ISO 13485 compliance

Knowledge, Skills, and Abilities you'll need for this opportunity:

• Minimum 15 years of engineering experience as a Sr. FSE and/or NTSE I or the equivalent knowledge with regards to the repair and maintenance of diagnostic imaging systems
  • Expert Knowledge in two or more modalities
  • Demonstrated successful history of technical problem solving and resolution maintaining imaging equipment, including proven experience diagnosing and repairing mechanical, electromechanical, and/or electronic related issues.
• Must meet one of the following requirements:
  • High School Diploma/GED AND 10 years of experience as a Senior Medical Imaging Engineer
  • Associate or bachelor's degree in electrical, mechanical, or biomedical engineering, or related field AND 10 years of experience servicing medical imaging equipment
  • Equivalent military education to associate or bachelor's degree AND 10 years of experience servicing medical imaging equipment
• Analytical thinker with strong problem-solving capabilities
• Ability to extract applicable information during a troubleshooting process and use the information to help resolve issues remotely.
• Identify problems as they occur and provide action plans for highly complex incidents to our internal and external partners
• Consistently demonstrate good documentation practices which describe the problem, explain the actions taken and clearly articulate the resolution to the problem
• Ability to work under pressure and coach individuals through solving problems
• Seek assistance from internal partners for issues that reach beyond assigned product area
• Work with minimal guidance from management while performing complex functions, multitasking, and prioritizing with minimum supervision
• Contribute to the dissemination of product knowledge sharing expert advice, training, and technical assistance to train and support lower-level employees
• Work directly with Technical Engineering department and/or Operations to provide feedback for technical escalations and/or product issues
• Consistently demonstrate soft skills competency, phone etiquette and professionalism while handling both internal and external customer concerns as part of a solution-based service process
• Excellent customer service, a professional attitude and appearance are a must
• Participation in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
• Ability to work in a fast-paced setting
• Ability to handle multiple high priority items at once
• Excellent written and verbal communication skills
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from managers, clients, customers, and the general public
• Proficient in Microsoft Office Suite, especially Excel
ERP and CRM system knowledge and experience preferred, Microsoft Dynamics is a plus.

Travel Requirements:

• Must have a valid driver's license and clean driving record
• Travel up to 25%, which includes travel for training courses as well as for non-training-related services as needed. (Note: Training courses are planned out in advance, typically 1 year, some flexibility required)

Why we love DirectMed, and why you will too!

• Industry-leading products and service
• Work hard, and have fun doing it
• Incredibly fast growth means limitless opportunity
• Flexible and dynamic culture
• Work alongside some of the most talented and dedicated teammates
• Competitive base salary with an excellent commission structure
• Great benefits package including healthcare, dental, vision, 401k, paid time off, and business expense reimbursement